Interactive voice response (IVR) is a phone system that intakes and routes calls based on touch tone input or voice commands.
Interactive voice response is used for intelligent routing and is useful when you need to connect your customers to the right agent. Most services customers call about are within a programmable set of options. IVR systems can take your customers’ input and accurately send them where their problems can be best resolved.
More IVR resources:
With 40+ IVR modules available, you can easily configure self-service options across the entire customer journey and streamline workflow creation with simplified drag-and-drop modules.
By interacting with menu options in your IVR, customers are presented with the quickest possible route to resolving their issue. You can configure any number of different support SMS messages to be triggered with the click of button, or use the standard instructional audio snippets to prompt them to self-serve within the IVR or be taken out of the call queue entirely to wait for a callback.
The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads.
Any well-designed IVR system will be optimized to eliminate waiting on hold — by all accounts the most egregious offense to the customer experience — and either present self-service options or define a time when agents will be available to offer their services.